UniGroup

This file has not been settled yet. The adjuster is [redacted] at the agency. She is currently working on this file and an inspection has been set. Once the inspection report comes back, that will be reviewed, and a settlement offer will be made. Thanks!

I have attached our response to Revdex.com complaint # [redacted]. Kindest regards, [redacted]

Complaint: [redacted]
I am rejecting this response because:As an agent for United, Mr. [redacted]'s actions should be upheld. Regardless of documentation signed many months in advance does not outweigh the crystal clear and verbal message that we had 6 months to action a claim by this agent onsight at delivery of goods; therefore, it should be accepted.
Sincerely,
[redacted]

We have investigated the customer's concerns regarding his experience during the delivery of the shipment with the driver and the crew. It is the responsibility of the van operator to have adequate tools needed to perform disassembly/reassembly of items, and we regret that was not the case in this...

matter. The customer is required to check off items on the inventory as the crew is delivering items into the residence. We have documented the customer's concerns and addressed the concerns with the van operator and crew involved. Records show that the van operator and the delivery crew were all background checked and met the standards required to be employed by United Van Lines and its agents. We have apologized for any inconvenience and frustration this has caused, and regret that we were unable to meet the customer's expectations. We are unable to compensate the customer based on their perceived level of service. Thank you, [redacted] Customer Service / Social Media Specialist United Van Lines / Mayflower Transit [redacted]@Unigroup.com Phone: [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  My initial complaint was the complete delivery of our belongings which was 23 days after the date listed on the contract.  After the last delivery we checked the items and then filed a complaint online with United Van Lines website for the damaged items.  On 9/16/2016, I received a call from a [redacted] from Unigroup telling me that my complaint for payment on the delay which was $2,300.00 was denied because of a code listed on the contract which referred to their policy book.  I asked why we weren't told about the code when we signed the contract and why the contract listed the guaranteed delivery dates and the late delivery charge.  She said that we did not qualify for the delay fee.  Then she offered us $200.00 to drop the complaint (which I interpreted as a buy out).  I refused the offer and was told that I had two weeks to change my mind.  I then asked why we had not been contacted by an appraiser for our broken items.  She said that Unigroup did not deal with that part of the move.  I then called [redacted] with Suddath in Florida and was told that they had not received any complaint form on our broken items.  I said that they had responded to the claim through my wife's e-mail.  She said she would research it and call me back.  She called later and said she found the complaint and it had been filed with a different company within Unigroup.  I told her we were suppose to hear from the appraiser in two weeks.  She told me to call [redacted] who worked at Unigroup and she would handle the situation.  We finally saw the appraiser on Tuesday this week and he agreed the items were broken and would file a report by the end of the week.  So we still don't how much we will be paid on the broken items.  [redacted] said Unigroup did not deal with broken item complaints but [redacted] said she works for Unigroup and she set up the appraiser.  Same old run around with no results.
Sincerely,
[redacted]

Hello all – We reviewed the customer’s rebuttal in addition to the Revdex.com complaint and agreed to an additional $750.00.  Customer has agreed to this amount (see email attached). This file has been paid and closed.   See the below email between customer and adjuster.     From: [redacted]...

[redacted] [mailto:rs[redacted]@gmail.com] Sent: Sunday, August 27, 2017 10:10 PM To: [redacted] Subject: Re: [redacted] settlement [redacted]   Good evening Ms. [redacted]:   Thank you for the quick response; nothing further to add at this time.   Best,   [redacted]   On Thu, Aug 24, 2017 at 3:38 PM, [redacted] wrote: Dear Mr. and Mrs. [redacted],   I have attached a copy of our rebuttal settlement.  The settlement check should be placed in the mail tomorrow.   [redacted] Claim Specialist   Unigroup [redacted] Fenton, MO  63026   001-[redacted] Direct Dial 001-[redacted] Fax   [redacted]_[redacted]@unigroupinc.com   From: [redacted] [mailto:rs[redacted]@gmail.com] Sent: Wednesday, August 23, 2017 10:18 PM To: [redacted] Cc: [redacted] Subject: Re: [redacted] settlement [redacted]   Good evening Ms. [redacted],   I received the $200 settlement check in the mail and am a bit unsettled that my last note (below) went unanswered.  As a courtesy I'm informing you that I've filed a complaint with the Revdex.com (ID [redacted]); my requested resolution remains the same: reimbursement of $2,500 to replace the dresser and couch your movers damaged.    Thank you,   [redacted]   On Mon, Jul 17, 2017 at 9:20 PM, [redacted] wrote: Good evening Ms. [redacted],   Thank you for the follow up.  Respectfully, your settlement offer is $2,500 shy of the mark.    I personally witnessed the movers damage the couch (and the entire doorframe) at [redacted], which I'm assuming is noted for our purposes here as "origin."  In regard to the dresser, the damage was clearly done as a result of the taping done by movers at origin; I noted the damage on the bingo card when it was delivered to our new home in TX.  The damage to each of these items was corroborated by the movers on each end of the delivery.    These are two quality furniture items which were secured, packed, moved (and damaged) by United/Mayflower--and per our contractual agreement I must insist that you compensate me for the full value of those items.  I look forward to hearing from you with a revised settlement offer soonest.   Regards,   [redacted]     On Mon, Jul 17, 2017 at 11:20 AM, [redacted] wrote: Dear Mr. [redacted],   I am the adjuster that has been reassigned to settle your claim.   I have attached a copy of our settlement.  If you have any questions or concerns with your settlement, I will need you to respond to my email as I’m required to have it in writing.   [redacted] Claim Specialist

A full and final settlement was mailed to the customer on 3/1 and the UPS tracking number for the check was [redacted].

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

One of the (5) emails with photos intended to guide driver to pack van  accordingly for delivery both at storage and townhouse sent  to [redacted] with instructions.Other emails sent at:9:30am,10:43am,11:52am,12:17pm[redacted], drove the truck from [redacted], FL to Cedarburg, WI,had neither seen these emails, not given any instructions, nor did he load the van.He just signed the inventory & started the drive North.

We are assigning another adjuster to review the concerns outlined in the complaint.  Our final review will be completed by 10/28. Thank you, [redacted] Claims Manager

Please see attached.

Dear Revdex.com, [redacted], [redacted],This is an Addendum to our Response email of Feb. 08, 2018.Going through our invoicing we again noticed that Credit Card Authorization Forms (3) emailed on 06/13/2017,07:11 CSTaddressed to both[redacted]/[redacted], underOrder InformationOrder Number: U 955-98-7Binding Estimate Charges: $17,709.94Total of $17,709.94 charged to credit cards:6261, $3,632.940267, $4,250.002009, $9,827.00Processed for payment on Jul 3, 2017Will attach a copy of one of these authorization forms for Proof that not only did we have the Personal Guarantee of agent [redacted] to [redacted] on 5/26/17 during his initial Estimate/visit, that United's Estimates we're Binding & Final,  But,  also over the phone to both [redacted] & [redacted] on 6/7/17 during our conversation with [redacted] who was driving down to Miami with his wife, and we Very Much Appreciated that he took the time to talk with us, just before we hired[redacted]/United and signed the contract.The ONLY reason we cancelled the other mover who not only came very highly recommended, does major moving inGainesville, FL, both for the University and for UF, Hospital, AND was cheaper by Several thousands, was because of the BINDING Contract and Personal Guarantee of Your Agent!Unfortunately the various reasons for the Supplement charges that include:*  We did not inform of Split between Storage and Rental (we have many photos of Many boxes marked Storage and Open)* Some of the packing & sorting was to have been completed before movers arrival, False, we had FULL packing contract and* NEVER, ever did [redacted] who came to our home 6/13/17, second day of packing, mention ANY extra chargesfor Extra Labour to assist with extra packing and sorting during his visit on that day or Any Other day, But he did Tell [redacted] over the phone, end of June 2017 that He did Not Recall that Storage was to be involved, more lies!Both [redacted], Jan 15, 2018, and[redacted], Feb. 1, 2018 mention this in their emails, FALSE! Unfortunately both these ladies have Not been told the Truth!The REAL reason for the HostageOver Charge is Very Apparent in [redacted]'s voicemail to [redacted] which we emailed on 2/5/18:....the driver is going to need the extra labor to sort out everything out at destination, he requested 4 men to be compensated for an additional 6 hours..So not only did [redacted], [redacted], FL Not pack the Van for Storage & Rental, But they Charged Us for Not doing their job, packing the Van was Their Responsibility, but they ALSO GOUGED us by over charging! Only two(2) gentlemen showed up at2-6pm.We are in Disbelief!We most Certainly are Responsible for the $52.85 charge for extra miles between [redacted] & Cedarburg, WI.We are asking for a Refund of:*  $629.64*  $309.75, local movers to unload heavy furniture & boxes stacked on our  dinning room table before it collapsed*  Please tell us Where our spare parts box is?* Start the repairs on the Many damagesCaused by [redacted] because they were in a rush to get to their other job that Wed/ThursA Note of Disagreement:Mrs. [redacted], Lead Customer Specialist, [redacted]Wrote we placed credit card authorization on three credit cards, Yes correct,  cards and amounts listed above, But authorization is just for the Mentioned amounts, and Your supplemental Charge is False & also mis calculated because of the labor over charge, so the fact that you charged $682.49 to our credit card 2009 this past week first,  Without our Recent Approval, and (United has not forwarded this invoice charge to us as of today), is Not Appreciated.[redacted] sent the bill of$682.49 to collections and we received a notification letter from CCC of New York dated Jan. 23, 2018.On Jan. 29, 2018 I received a call from Mrs. [redacted], Controller, [redacted], Landslide, PA, (after we had reported this Dispute to the Revdex.com). She agreed to listen to our side of the story in order to Resolve this Amicably and under dispute & because we do not want our credit to be damaged & until Dispute is final, we sent out cheque # [redacted] for $682.49 which we mailed to Mrs. [redacted] on  01/29/18.The very next  day Mrs. [redacted] called to say that she saw on her computer that United had processed $682.49 through our credit card ending in 2009. The dates were supposed to be on the previous date, not clear of when CC charge processed, and we Certainly do Not want to get Mrs. [redacted] into Trouble as she has been Very Nice, too many people involved, but please call us First before you charge anything on our credit cards.With sincere appreciation to All parties involved.[redacted] & [redacted]

Initial Business Response /* (1000, 6, 2016/01/21) */

Initial Business Response /* (1000, 5, 2015/09/02) */
As the Lead Customer Service Specialist, I have been asked to respond on behalf of Mayflower Transit regarding the customer's request.
While it is Mayflower Transit LLC intent to load each shipment onto one truck, there are times when it...

becomes necessary to divide a shipment among two or more trucks.
This can happen when the shipments that are loaded prior to the next pick up are greater than estimated taking up space set for the next pick up. This can be caused by additional items being added, bulkier items loaded, or a customer decides to take more than what was estimated.
Rather than jeopardize the entire shipment from being delivered late, the driver is to load essentials on the first truck so that a customer can set up their household.
We apologize for the frustration that the customer experienced regarding the delay of the transport of his shipment to Colorado. However, due to the high volume of shipments transporting during Peak Season (May 13 through September 15) and the shortage of drivers and equipment industry wide, we used every available avenue to get the customer's shipment to them within a timely manner.
The customer had a delivery spread of June 15, 2015 to June 22, 2015. The main portion of the shipment delivered to the customer on time. However, the overflow portion did not delivered until July 17, 2015.
The member was offered delay benefits of $75.00 daily allowance for the 17 days delay. We processed a delay claim settlement in the amount of $1,875.00. The check # XXXXXX was mailed to the customer on August 26, 2015. In addition, we agreed to overnight the check to the member via UPS. We confirmed with the member that it had been received on August 27, 2015
The delay was not anticipated when the move was accepted nor was it intentional in anyway. We apologize for the delay and regret that we failed to meet the customer's expectations.
Thank you for allowing me to respond to customer's complaint.

Initial Business Response /* (1000, 8, 2015/08/28) */
As the Lead Customer Service Specialist, I have been asked to respond on behalf of United Van Lines regarding the customer's complaints.
The [redacted]'s purchased a Plus 2 package for $595 and it included the following services:...


o $25,000 additional valuation protection (If purchased separately, valued at $200)
o Straight Talk Gold Standard Protections (pairs and sets, mechanical malfunction and Acts of God) (If purchased individually valued $340)
o Identity Theft Protection
o Increased destination waiting time (up to 4 hours)
o Additional delay payment ($250/delay day)
o Home Theater Wall Dismount
o Move Out Cleaning Service
Home Theater Wall Dismount Service was performed on 5/21/2015 two TVs (47" and 32") at origin were dismounted from the wall
Move Out Clean Customer's home was 3200 square feet
o Customer was notified on 5/8/2015 that the move out clean was priced for a 2500 square foot home and her home was larger. She had an option to purchase additional time with the maid service or prioritize.
She did not want to purchase additional hours to clean and elected to prioritize clean as Kitchen and Bathrooms.
o On 5/21/2015, when confirming the cleaning appointment, Mrs. [redacted] told us she wanted the techs to call her 20 minutes before they arrive so the daughter can meet them with a key.
o Cleaning crew arrived on 5/22/15 and called us stating the house was a mess and the 2 person crew could not get the home cleaned in 3 hours. The technicians also sated the daughter let them in the home but no one was there to prioritize services only Mrs. teenage son was in the home. We contacted Mrs. [redacted] to ask if she would approve additional cleaning hours. She refused stating the maids should focus on kitchen, bathrooms, foyer, and vacuuming floors as time allows.
o The crew reported completion time and waited for daughter to return. The daughter signed off on the paperwork
o The Realtor called Mrs. on 5/28 and Mrs. contacted the van line agency. Mrs. was asking for the crew to revisit the home. We stated that the paperwork reflects the crew spent 3.5 hours at the home (1/2 hour over allotted labor hours). The signed paperwork was signed as work completed.
The services were performed and the charges are valid. We respectfully decline there request for a refund.
Thank you for allowing me to respond to customer's complaint.

I do want to apologize that your move had sustained some damages.  We would like to address the damages but we need you to submit a claim which you can go to www.mayflower.com to submit your claim.  Once your claim has been submitted, the claim will be assigned to a team of adjusters and...

they will begin the process of completing your claim.  Please contact me with any questions or concerns.   Thank you,   [redacted]

Good afternoon,   As a Customer Service Specialist, I have been asked to respond on behalf of United Van Lines regarding the customer’s complaints and request for a full refund.   UniGroup, Inc., the parent company of both United Van Lines and Mayflower Transit can arrange for an...

“Alliance” which allows the other carrier to haul a shipment. This is to allow the shipment to be serviced when assigning a driver. This is explained on the customer’s Bill of Lading, Page 5, Section 2.   While it is also United Van Lines intent to load each shipment onto one truck, there are times when it becomes necessary to divide a shipment among two or more trucks.   This happens when the shipments that are loaded prior to the next pick up are greater than estimated taking up space set for the next pick up. This can be caused by additional items being added, bulkier items loaded, or a customer decides to take more than what was estimated.   Rather than jeopardize the entire shipment from being delivered late, the driver is to load essentials on the first truck so that a customer can set up their household.   The customer had a delivery spread of February 5, 2016 to February 9, 2016. The main portion arrived on February 5, 2016. The overflow portion delivered on February 13, 2016. Overflow portions do not qualify for delay benefits.   It is the van operator’s decision as to whether a not a shuttle is needed. The decision is dependent upon many factors, which include the safety and protection of property and the house hold goods to be unloaded. The customer was not charged for this shuttle service.   The customer has submitted a Cargo Claim regarding damages and missing items.  The claim will be reviewed and a settlement will be processed in accordance with the valuation they have chosen.   We did not anticipate difficulties when the move was accepted nor was it intentional in anyway.  We regret that we failed to meet the customer’s expectations.  We are unable to compensate the customer based on her perceived level of service.   Thank you,   [redacted] Customer Service / Social Media Specialist United Van Lines / Mayflower Transit   [redacted]@Unigroup.com Phone: 636.349.3822

Initial Business Response /* (1000, 7, 2015/08/06) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@dodgemoving.com
This is the first time I have seen this complaint, all Revdex.com complaints come to my email address not sure how this was missed, sorry this...

response was delayed. Dodge Moving & Storage Company, Inc. is an agent for Mayflower Transit LLC, this shipment moved under Mayflowers' interstate authority. This complaint should be re-directed to Mayflower Transit LLC, as the interstate carrier they are responsible for responding and will respond. Mayflower is also a member of the Revdex.com, please direct this complaint to Mayflower.

The inspection report received for the customer’s sofa states the nature of the damage is dried fabric, brittle, and easily tearible.  This type of damage is a result of inherit nature of the item and is not caused by carrier mishandling.  Sometimes such damage is the result of the age of...

the item, changes in temperature or humidity, worn parts, normal wear and tear, or a combination of these conditions.  The valuation coverage for this shipment does not cover this type of damage, therefore, this claim was initially denied and nothing was paid out for settlement. After reviewing this file with management and upper management $500.00 was offered to this customer as a customer service gesture, not for damage to the sofa.   Because the customer was not satisfied with our offer, she has been offered to pursue arbitration 2 times and has not done so.  Unigroup sent the customer the following information: If you disagree with the position as outlined, we’d like to let you know that (United) participates in an independent arbitration program sponsored by the American Moving and Storage Association (AMSA) and administered by the National Arbitration Forum, an independent third-party not affiliated with AMSA or United. Please include the following items when requesting arbitration: The name, address, phone number and e-mail address (if you have one) of the person(s) under which the shipment moved Your name, address, phone number and e-mail address (if you have one) if different from above The carrier name (United Van Lines, LLC) The order number for the shipment The pick-up and delivery dates for the move The monetary value of the loss and damage claim Please send the above information to: American Moving and Storage Association (AMSA) ATTN: Dispute Settlement Program [redacted] Phone [redacted] Fax: [redacted] Web address: [redacted] (you can print an arbitration form to help you submit your request) Important points to remember about submitting a claim to arbitration: Arbitration is offered to our customers at no charge. The entire claim must be submitted for arbitration. You may be asked by AMSA to send supporting documentation. Do not send documentation with your initial request. Please be aware that the decision of the arbitrator is binding. At this time, we are maintaining our customer service offer of $500.00 Thank you!